Nowadays, businesses are concerned with providing their customers with better services. At the end of the day, it is the employee's responsibility to remain in front of the customer and deal with them. If the employee is not satisfied with the performance of the top management, he or she will never care about the good or bad experience of the customer.

Since an employer employs a person who is in front of the customers, that person knows how to deal with customers and what types of customers are visiting the company to purchase the product or services. Additionally, customers' needs and demands are also revealed in front of the employee, in particular the customer service representatives and the other employees who work at the company.

The majority of organisations prefer to make decisions with top management, where they can be involved, and other top management level people, rather than involving front desk staff or customer service representatives because of the fact that their ranking level is lower. As a result, they are not permitted to sit with top management and take part in major decision-making for the organisation.

Employee involvement gives employees a chance to share their opinions with management during decision-making. Given the circumstances, an employee will receive compensation regardless of whether sharing experiences or opinions are permitted. Besides, it is also possible for customer service representatives to get involved in top management-level decision-making when a small percentage of customer service representatives are considered.

For a change, employee engagement offers organisations the chance to benefit from the variety of ideas offered by skilled workers in order to succeed. 

The business benefits from employee engagement ideas to achieve,

  • Real customer comments on a product or service
  • The potential to base decisions on actual ideas
  • The possibility of creating a reputable brand image and improving customer relations is a goal

Prior to social media

Businesses used to alter current goods or services on their own before social media. However, social media influences 81% of consumer purchasing decisions. Adoption is no longer based on establishing the concepts for goods or services provided by organizations. Nothing in the corporate sector is constant in the modern era. Market trends change frequently as a result of shifts in people's behavior.

Today, no one, with the exception of employees, can accurately predict client demand. Workers from all departments, including manufacturing, marketing, and sales, are constantly in contact with customers. They are therefore aware of both positive and negative feedback businesses receive regarding their good or service. As a result, they can fully understand what changes must be made and where in order to achieve the corporate objective.

The increase in client demands, with no increase in employee ranks, indicates a systemic problem that requires intervention.

However, management still thinks that since they are in a better position than everyone else, only they will make decisions. Every organisation is working hard to produce a product with similar features to those that their competitors are offering due to the increase in global business competition. Changes to the current business or services, however, don't worry about them. They don't read minds; instead, they mimic fake behavior. In essence, managers make decisions, and it is management policies that lead to the creation of these policies.

Consumers' Phony Actions

Timely customer responses as a result of social media activity for a specific good or service are referred to as "phony behaviours." Every company uses a different logo or tagline to market the same product. It does nothing other than give businesses a timely sense of sustainability. Creating a product or service based on customer feedback is something that can actually help. It will create a brand with enduring relationships with customers. You are an architect, you can build a successful company based on customer feedback.

Employee Participation: How to Encourage Employee Ideas to Develop the Business

Employee participation is a blessing for organisations in this regard, but they have chosen to ignore the facts. They must understand that growth is impossible without engaged, productive employees. There is no direct contact between management and other higher-ranking officials and the general public. As individuals, there is no doubt that every one of us has a unique personality; we are special in our own ways.

It is crucial to understand that those in power do not follow the middle class, who are their true customers. Employees believe that their managers care about them and the job is important to them, but these perceptions are largely due to traditional ideologies of employment.

On the other hand, employees regularly interact with customers, whether it be in-person or online. As a result of not getting what they genuinely want or request from the Brand, they are subjected to both negative feedback and even worse consumer behaviour. The majority of businesses today offer high-quality products, but they also need to fulfil consumer demand. The employees cannot give what the customer wants and fails to fulfill.

Customers use social media frequently and support the things that their friends and other users find appealing. Customers generally are more interested in what they see on social media than they are in brand identification. As a result, consumer behaviour regarding how much they value a good or service varies frequently. It is implausible to claim that a business can produce a good every day.

However, the strategy may be founded on a strategy to win over customers' brand loyalty and then deliver the product or service in line with that strategy. 

Only strategic planning built on employee involvement in decision-making will make it possible. Employee interaction with customers can help a business determine what the customers really want and how best to meet their needs. 

By focusing on what matters most to the customer, companies can create innovative and distinctive products and services that get noticed, win over customers quickly and make a difference to customers' lives.